Consumers still face obstacles when shopping online
For the last two years, more than half of the cases received by the ECC-Net, 31 000 complaints, concerned online purchases.
The majority of problems concern reported non-delivery, defective products and non-conformity with order. Germany, France, United Kingdom, Luxembourg and the Netherlands are the countries receiving the most cases.
One of the problems that consumers experience is that traders do not always apply the distance selling rules with the result that consumers are denied their legally established cooling off period. Other issues can be that certain services are not provided to a specific country, fake web traders and counterfeit products.
Despite the number of issues faced by consumers the experience is that online shopping is increasing and developing.